Service Advisor - Warehouse & Industrial Battery Power

Description

POSITION OVERVIEW:

The Service Advisor is a key member of our service operations team, ensuring the customer experience is at the forefront of all processes.  This position will be specifically for our Warehouse & Industrial Battery Power service operations which include support for Technicians  The successful advisor will tell you they are an organized multi-tasker that knows how to manage their time effectively. They would also describe themselves as an ambitious, friendly, detail-oriented, and enthusiastic team player that is known for communicating effectively, following through, and making decisions with confidence. If this sounds like you, keep reading!

You will be successful if you are obsessed with great customer service and resolving issues with urgency. You will thrive if you enjoy paying attention to details and thoroughly enjoy establishing positive relations with vendors, customers, technicians, sales, and service representatives, and other related TOTAL Departments. You will build great relationships with the technicians you support and become an expert on the territories and the customers they serve. You will not be afraid to give constructive and positive feedback to your technicians to help them be successful.

Your days will all look different, but you’ll know you’re successful every day if you have answered all your calls, issued work orders for each request, filled your technicians’ schedule for the following day and billed all your completed work.

KEY RESPONSIBILITIES:

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

General

• Provide quick response in answering all customer phone, email and onsite will call inquiries.
• Use all resources necessary to ensure both customer needs, and the commitments we’ve made to them, are met as quickly as possible.
• Provide status of workflow to customers and key internal stakeholders, including sales/service team and branch management when appropriate
• Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status
• Escalate situations where timely resolution is at risk.
• Take on additional duties and responsibilities when requested by management. 

Quality Control/Leadership

• Ensure assigned technicians adhere to the company policies for timekeeping, safety, etc.
• Ensure technicians are billing 8 hours every day.
• Provide feedback to technicians when they are doing great by posting recognition in Paylocity.
• Provide feedback to technicians when they are not meeting expectations and document journals in Paylocity.
• When Technicians consistently do not meet expectations, work with Service Manager to drive improvement.
• If supporting the shop, assist with QC audits of equipment before it leaves the shop.

Service Writing

• Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
• Provide quotes to both internal and retail customers within 24 hours of receiving requests through SLOR. 
• If you support our shop, work with the shop team lead/foreman to confirm quote pricing and timing.
• If trained, look up needed parts and obtain parts pricing OR work with the parts team to obtain.
• Open all work orders with complete equipment, complaint - noting specific customer words used when describing their needs, and customer contact and access information.  

Dispatch-Field

• Ensure every customer call is answered – we do not love voice mail at all!
• Perform labor batching for your technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
• Ensure a full day’s work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload is less than 100% for the next day.
• Ensure PM (preventive maintenance) work orders are assigned to field technicians at the start of each month, and that 85% or more are completed by end of month.
• Provide equipment service histories and warranty information to technicians for each job, along with the complete customer contact and access information.
• Dispatch technicians to jobs as they are received.  
• Always dispatch the nearest and most available technician to the job to minimize drive time and increase response.
• Perform daily review of Work in Progress (WIP) reports and work with internal stakeholders to res